A retail store is rolling out a new point-of-sale solution to several locations where the...

Rolling out a new POS system is an organizational change for frontline staff, so the best assistance focuses on enablement and adoption. The two strongest activities are Training sessions (D) and Documentation (A). In CompTIA Project+ execution-phase objectives, organizational change management includes “Impacts and responses” such as Training, Communication, Documentation, and establishing new knowledge bases—all aimed at ensuring users can adopt the new process and tool successfully.

Training sessions build hands-on competence (logging in, processing sales/returns, handling exceptions, end-of-day steps) and reduce errors during the cutover. Documentation provides durable job aids (quick-reference guides, FAQs, troubleshooting steps) that staff can consult during real customer interactions—critical in retail where time pressure is high and turnover may be higher.

“Gap analysis” is useful for the project team to understand differences between old and new processes, but it doesn’t directly help staff operate the new system day-to-day. “Team collaboration” and “progress monitoring” are supportive management activities. “Touch points” (check-ins) can help, but if only two are allowed, the most direct adoption enablers are training + documentation.